Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company in the Middle and Far East, focused on delivering high value-based, innovative customer experience solutions. The organization designs customized outsourcing services that help clients address their unique business needs and stay focused on their core operations. With global coverage and a strong understanding of diverse cultures, ETISAL International applies industry best practices and advanced technologies to support clients across various sectors. The company emphasizes transparency, flexibility, integrity, and a passion to serve, consistently working to exceed client expectations. ETISAL International also values human capital and strives to provide first-class quality that enhances the value of clients and their customers. Role Description The Customer Support Agent (English account) is a full-time hybrid role based in Cairo, Egypt, with some work-from-home flexibility. The agent will handle inbound and outbound customer interactions in English via phone, email, chat, or other channels, providing accurate information and resolving inquiries and issues in a timely manner. Day-to-day responsibilities include troubleshooting basic technical or service-related problems, documenting all interactions in the system, and following established procedures and service-level agreements. The agent will work to maintain high levels of customer satisfaction by actively listening, showing empathy, and ensuring clear communication. The role also involves collaborating with team members and supervisors, escalating complex cases when necessary, and contributing to continuous improvement of support processes. Qualifications Strong customer-facing skills, including Customer Support, Customer Service, and Customer Satisfaction. Excellent Communication skills in English, both spoken and written. Ability to perform basic Troubleshooting and follow structured problem-solving steps. High level of professionalism, patience, and empathy when dealing with diverse customers. Ability to work in a fast-paced, shift-based environment and meet performance targets. Basic computer literacy and ability to learn new systems and tools quickly. Previous experience in call centers, BPO, or customer support roles is an advantage. High school diploma or equivalent; a university degree in any field is a plus.